Key Responsibilities

• Support the ongoing development and delivery of the Airport Service Delivery Digital Customer Experience roadmap
• Act as a core project member of the Airports Digital Enablement project team – working with all stakeholders to deliver the ASD roadmap. In particular, act as the primary liaison between ASD and:
• Airport Operations Managers at all outports to ensure pain points and opportunities are continually identified, sized and added to the roadmap on an ongoing basis
• Customer Experience and Design (CED) to ensure all roadmap initiatives are hospitality based and aligned with the overall CED Customer strategy.
• Act as a core project member of the ASD Digital & Analytics team in relation to the implementation of technology and automation at airports globally.
• Act as the airport operational Subject Matter Expert (SME) for IT, Digital (DGT) and other key stakeholders to ensure all solutions meet the needs of the frontline airport teams and the customer
• Help coordinate all key project milestones and deliverables to ensure implementations are on track
• Work with Cathay Academy (CXA) as/when required to ensure any training components of the projects are scoped, planned and delivered.
• Assist with all business process re-engineering activities and work with local airports to ensure the technology and solutions drive process and behavioural change
• Act as a change agent for the ASD Digital & Analytics team and the greater department as a whole. In doing so, ensure a change mind-set is embedded across the department and that all airports understand and adopt a continuous (digital) improvement mind-set

Requirements

• Customer centric mind-set
• Airport operational background an advantage
• Experience in general customer service delivery
• Innovative mind-set; can think outside the box and see how digital solutions can be harnessed.
• Good project management skills.
• Good analytical skills.
• Strong financial sense.
• Embraces a change management culture.
• Solid communication and relationship management skills